remote
Sr. Manager, Platform & Integration Technical Support - Ingram Micro
Software Engineer
Lead a high‑performing technical support team focused on platform integration and cloud services, driving customer success through expert troubleshooting, API design, and proactive issue resolution.
About the role
Key Responsibilities
- Manage and mentor a team of senior technical support engineers, ensuring timely resolution of complex platform and integration issues.
- Design and maintain robust API integrations between Ingram Micro Xvantage™ and partner cloud services (AWS, Azure, Google Cloud).
- Collaborate with product, engineering, and sales teams to define support processes, knowledge base content, and escalation workflows.
- Analyze support metrics, identify trends, and implement continuous improvement initiatives to enhance customer satisfaction.
- Act as a technical escalation point for high‑impact incidents, coordinating cross‑functional resources to restore service quickly.
Requirements
- 5+ years of experience in technical support or platform engineering, with a strong background in cloud integration.
- Proficiency in API design, RESTful services, and experience with OAuth, JSON, and XML.
- Hands‑on knowledge of AWS, Azure, or Google Cloud Platform services and related tooling.
- Excellent communication skills, able to translate technical concepts to non‑technical stakeholders.
- Strong analytical mindset, with a track record of using data to drive process improvements.